FREQUENTLY ASKED QUESTIONS
How do I book a home?
You can make a reservation directly on this website by using the “check availability box” to the left. If you need assistance, please call our office at 800-684-2171 and a receptionist will be happy to help you.
Can I bring my pet with me?
We have a few homes that are dog friendly depending on their age/size/breed. All pets must be pre-approved by calling our office at 800-684-2171. A non-refundable pet fee of $200.00 is required at the time of booking.
How many pets am I allowed to bring?
We have a one-pet policy. If you are thinking about bringing more than one pet, please contact us before you arrive, and we will evaluate the situation.
How do I check in?
All of our properties offer the convenience of checking in directly at the property without any need to stop by our office first. Prior to your arrival you’ll receive several emails and text messages from us with instructions on how to access the home. Check in begins at 4:00pm unless you have made prior arrangements to arrive early. The door code will be active 30 minutes prior to your check-in time of 4:00 pm or your PREAPPROVED arrival time if you have purchased an early check-in.
How do I get an early check-in or a late check-out?
If the home you reserved was not occupied the previous night, we will do our best to arrange an early check-in. However, we often will not know the readiness of a property before 11:00 a.m. on the day of your arrival, even if it has been vacant for several days. Remember there may be maintenance or other needs scheduled. The same applies for an early check-out. Please call our office at 800-684-2171 to inquire if an early check-in is possible. There is a $75.00 fee once approved.
How do I check in to my vacation rental home?
Most of our properties have an electronic lock. The access code will be active 30 minutes prior to your check-in time of 4:00 pm or your preapproved early check in time. The code will be sent via email and text message on the day of your arrival at approximately 3:00 pm. If you have been approved for an early arrival, the door code will be sent an hour before your approved check-it time.
Is parking available on the property?
Yes, parking is provided. Each property has its own designated parking area. Specific parking instructions will be included in your Digital Property Guide.
How many parking spaces are available for my rental?
This will vary depending on the property you have booked. Detailed parking information is included in the Digital Property Guide you will receive at the time of booking.
What should I pack to enjoy my trip and feel at home in town?
We’re a mountain town with a laid-back vibe. Even in summer, nighttime and early morning temperatures can be cool so be sure to bring items you can layer. Bring jeans, shorts, a lightweight, pullover sweater, wool or cotton scarf, T-shirts with short and long sleeves, puffer jacket, flannel shirt, swimsuit, everyday shoes, hiking boots or walking shoes, flip-flops, a sun hat or baseball cap, sunglasses, sunscreen, toiletries, a Kindle or book, chargers, phone and laptop (if you plan to work).
Is WiFi available and will I be able to work from the home I rent?
While our homes do provide internet service, due to our unique location in the mountains, service can be spotty and signal strength may not be adequate for work needs. Some of our homes have satellite internet and use a shared data pool which can cause bandwidth issues. Even our homes located in town can experience slow internet speed during the busy summer months. Inclement weather can also impact internet service. Because of these issues, we do not recommend that you plan to work from the home if it is imperative that you have 24/7 access. We offer no guarantee that internet service will be reliable and while we’ll make every effort to get service restored as quickly as possible, service providers are not always able to schedule an appointment in a timely manner.
Are Sheets and Towels Provided?
Yes. Each of our homes have 2 sets of linens for each bed and towels and washcloths for each guest (at least 2 per guest) based on the number of guests the home accommodates.
Does the house have beach towels?
Unfortunately, beach towels are not provided.
Are there condiments, paper towels, etc. at the property?
We provide a starter kit of toilet paper, paper towels, dish soap, hand soap, bathroom toiletries, laundry detergent, and garbage bags. It’s enough for one or two nights, but will likely not be enough to get you through your entire stay. You may want to bring some necessary items from home or plan to buy some upon arrival. Homes are not stocked with cooking oils or spices, condiments, coffee, coffee filters, or food storage items including plastic wrap or foil.
Is there a cleaning fee, and how often is the property cleaned?
Yes, the cleaning fee is included in the total cost of your rental fee. The property will be thoroughly cleaned before your arrival and after you depart. If you are staying for an extended period, we may be able to arrange for additional cleaning at your request.
Is firewood provided if the home has a wood burning fireplace or a firepit?
No. You may order firewood which will be delivered to the home prior to your arrival. Please allow at least one week for delivery. Order early to ensure wood is available upon your arrival. Available in two sizes, $50.00 (2 – 3 nights) & $100.00 (5 – 7 nights). Bundles include Firestarter sticks.
What is provided in the kitchen?
Our homes come equipped with a basic set of cookware, sufficient plates & silverware for the occupancy of the home, and basic serving and baking dishes. Most homes do not have unusual items such as crock pots or blenders, so if you’re planning a dish that requires an unusual item it is best to bring that from your home.
What kind of coffee maker is provided?
All of our homes have a Kcup and a drip coffee maker.
We’re bringing our 6-month-old baby. Will the house have a crib and high chair?
We will have a pack-n-play and a booster seat available at the office for a $35.00 delivery fee. Please call our office inquire if they are available.
What is your cancellation policy?
A cancellation or refund will not be allowed on the basis of leasing the property sight unseen.
Policy (A) for reservations less than 20 days:
A reservation canceled between 0-45 days prior to arrival is not eligible to receive a refund. If more than 45 days notice is given, the renter shall receive a refund of all payments made, less a cancellation fee of 10% of the Total Cost of the Reservation.
Policy (B) for reservations of 20 days or more and reservations made 6 months in advance:
NO refund is given unless the property is re-rented under the same terms.
Rent In Highlands recommends all Renters purchase travel insurance offered at the time of booking to protect them in the event of an unexpected event affecting their vacation. Rent In Highlands cannot offer future credits or immediate refunds for unexpected cancellations due to emergencies regardless of the situation, including but not limited to weather events and acts of God, unexpected illnesses, injury or death, change of plans or job loss.
TRAVEL PROTECTION INSURANCE: Travel protection insurance is offered through Travel Guardian at a cost of 7% of the reservation total. An additional Cancel for Any Reason (CFAR) benefit reimbursing up to 60% of traveler’s non-refundable costs if you have to cancel for a reason not listed as covered in the policy is also available for an additional cost of 3.8%. Visit travel insurance website for MORE DETAILS.
How do you handle lost and found items?
We are not responsible for items left behind. In the event that Tenant leaves behind items of utmost importance, we will attempt to retrieve and return items at Tenant’s expense, but such retrieval cannot and will not be guaranteed. There will be a minimum $35.00 charge for returning items. In the event the postage is more than $35.00, tenant will be responsible for the full amount.
Can I bring my service animal?
ADA SERVICE ANIMALS: With regards to ADA compliant service animals, it should be noted that vacation rentals are considered private property and are exempt from the same rules and regulations that commercial properties must follow with regards to ADA compliant service animals. It should be noted that only dogs are recognized as service animals by the ADA. With that being said, we understand the difficulties of those with special needs when it comes to travel, and we will make every effort to accommodate you and your service animal, or refer you to other properties, agencies, or services who may be able to assist you in the unlikely event we cannot. Emotional support animals, comfort animals, and therapy dogs are not service animals under Title II and Title III of the ADA. Other species of animals, whether wild or domestic, trained or untrained, are not considered service animals. If you plan to travel with a comfort animal, we will make every reasonable effort during the normal course of business to pair you with a property where your animal is accommodated, and a non-refundable fee will be charged to your reservation. This fee is not a security deposit, and the guest will be charged for any costs with regard to returning the rental property to its original condition.
Are there any grocery stores or restaurants nearby?
Yes, there are. Our area guide will acquaint you with the nearest grocery stores and restaurants as well as attractions, experiences and essential services like the nearest pharmacy and urgent care facility. We’ll send the guide three weeks before you arrive to help you with trip planning.
We love outdoor adventures like, hiking, rafting, horseback riding and gem mining. Can you tell us some good ones to visit?
Our area guide includes special sections for each of those activities so be sure to explore each tab in the guide.
How do I report any issues or problems during my stay?
You can text or call us with any problems, issues or questions you may have during your stay, and we will answer you as promptly as possible to work on any issues of concern, whether’s a maintenance problem or general assistance. We’re here to make sure you have a comfortable and enjoyable stay.
Can I have additional guests stay in the vacation rental home?
Our vacation rental homes have a maximum occupancy limit to ensure comfort and safety for all guests. If you’re unsure about he maximum occupancy for your home, please call or text us. If you have exceptional circumstances or requests, please contact us in advance to discuss the situation before you arrive to help you with trip planning.
How do I cancel or modify my reservation?
For any changes or cancellations, please refer to our rental policy. If you need assistance or have specific questions, please contact us and we’ll be happy to assist you.
